QA Supervisor

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Job Description: Quality Team Leader – Criminal Verifications Department: Quality Assurance – Criminal Verifications (Public Records) Location: Remote Work Schedule: Monday to Friday (Night Shift) Reporting To: Quality Manager / Operations Manager Role Overview The Quality Team Leader – Criminal Verifications will lead a team of Quality Coaches/Auditors supporting US criminal background screening and public records research. The primary mandate is to deliver 100% audit coverage, ensure 100% feedback delivery and closure on every audited transaction, and drive weekly calibration sessions with Operations and fellow Quality Coaches so that court record interpretation and reportability decisions are applied consistently across the account. Key Responsibilities Audit Coverage & Feedback (Primary) Ensure 100% audit coverage across all criminal verification transactions, researchers, court types, and jurisdictions in scope Ensure 100% feedback closure — every audit finding is communicated to the researcher and their Team Leader within the defined TAT, with acknowledgement captured Maintain audit logs, error trackers, and feedback registers with full traceability (auditor, date, jurisdiction, defect type, severity, root cause, corrective action) Track repeat and researcher-specific errors; drive individual improvement plans in partnership with Operations Monitor coverage dashboards daily and escalate any gap that threatens the 100% target Calibration & Consistency Own and run weekly calibration sessions with Operations leadership, Quality Coaches, and Training Prepare calibration case sets covering felony/misdemeanor calls, disposition edge cases, identifier matching, and record reportability Publish agendas, capture minutes, and track action items to closure Measure and report inter-auditor agreement/variance; drive corrective action where auditors or Ops interpret rules differently Maintain a living decision log / FAQ so calibration outcomes become documented standards and SOP updates Quality Team Management Manage, coach, and develop a team of Quality Coaches/Auditors dedicated to criminal verifications Allocate audit volumes by jurisdiction and researcher, monitor auditor productivity, and ensure daily/weekly audit targets are met Conduct one-on-ones, performance reviews, and skill development plans for the quality team Certify and re-certify auditors through calibration results and accuracy checks Criminal Verification Domain Quality Audit accuracy and completeness of research across local, county, state, and federal US court portals, as well as vendor/court runner and database sources Validate correct review and interpretation of court dockets and legal documentation, including: Charge levels (felony, misdemeanor, infraction) Case types (criminal / civil)